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FCS510S - FOUNDATIONS OF CUSTOMER SERVICE IN HOSPITALITY AND TOURISM - 2ND OPP - JULY 2022 |
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nAmlBIA unlVERSITY
OF SCIEnCE Ano TECHn
FACULTY OF COMMERCE HUMAN SCIENCESAND EDUCATION
DEPARTMENT OF HOSPITALITY AND TOURISM
QUALIFICATION: BACHELOR OF TOURISM INNOVATION AND DEVELOPMENT
QUALIFICATION CODE: O7BTID
LEVEL: 7
COURSE CODE: FCS510S
COURSE NAME: FOUNDATIONS OF CUSTOMER
SERVICE IN HOSPITALITY AND TOURISM
SESSION: JULY 2022
DURATION: 2 HOURS
PAPER: THEORY
MARKS: 100
EXAMINER(S)
SECOND OPPORTUNITY EXAMINATION PAPER
MS. HENDRIENA SHIYANDJA
MODERATOR: MRS PETRINA HAUFIKU-MAKHUBELA
INSTRUCTIONS
1. Answer ALL the questions.
2. Write clearly and neatly.
3. Number the answers clearly.
PERMISSIBLE MATERIALS
1. NONE
THIS QUESTION PAPER CONSISTS OF 2 PAGES (Including this front page)
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QUESTION 1
(4 x 5 = 20 marks)
In reference to this term, Customer Service Excellence. Discussthe principles and the importance of
excellent customer service in the tourism industry.
QUESTION 2
(10 x 2= 20 marks)
Customers are an important asset to the organization and employees should be encouraged to
retain and exceed customer expectations
Elaborate different ways that can be used by the organization to empower employees to provide
excellent service to customers
QUESTION 3
(10 x2 =20 marks)
Discuss how loyalty programmes can be used by companies like Fly Namibia and Hilton to retain
customers?
QUESTION 4
(Sx4 =20 marks)
Identify and briefly explain five of the seven expectations of hospitality customers.
QUESTION 5
(10 x2) = 20 marks)
Discussthe importance of teamwork in delivering excellent customer service in the tourism Industry
TOTAL 100
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